Service Delivery Technician I
About The Position
The Service Delivery Technician provides direct support to CyrusOne clients and serves as a central point of contact. The role responds to and records calls, email requests, and monitoring-platform alerts; resolves client issues; takes ownership of problems; opens change requests; and fulfills non-complex IT and facility requests. The position also supports shipping and receiving, internal transport and supply management, basic critical-infrastructure troubleshooting, facility services, client escorts, equipment rack/unrack tasks, and tape rotation or exchange. The role requires a customer-service focus, strong communication and problem-solving skills, and the ability to learn quickly and manage shifting workloads. The technician must be willing to adjust hours for business needs, work extended hours onsite during emergencies, and participate in an on-call rotation. The work may involve lifting up to 50 pounds and considerable walking, bending, and standing. U.S. citizenship may be required for government-contract or security-clearance reasons.
Requirements
- Demonstrated desire to provide the highest levels of customer service.
- Cheerful and enthusiastic attitude.
- Strong verbal and written communication skills.
- Good problem-solving and decision-making skills.
- Strong PC skills, including word processing and spreadsheets.
- Ability to learn quickly and independently develop new product skills.
- Ability to manage multiple projects and shifting workloads in a fast-paced environment.
- Willingness to adjust hours as required by the business, including being onsite for extended hours during emergency situations such as a hurricane.
- Willingness to work an on-call rotation.
- 0–1 years of customer-service experience in a technology company and/or 2 years of technical experience in a customer-centric company.
- Minimum high-school diploma or GED equivalent.
Nice To Haves
- Knowledge of a ticketing system.
- College degree preferred; applicants with equivalent work-related experience will also be considered.
Responsibilities
- Answer and record client calls, email requests, and monitoring-platform alerts; resolve client issues, take ownership of problems, and open change requests.
- Fulfill phone and email requests for non-complex IT tasks and facility requests.
- Assemble, order, and prepare goods for shipment; record shipment data, including weight, charges, and space availability.
- Load and unload trucks; receive and unpack materials and supplies; report damages and discrepancies for accounting, reimbursement, and record keeping.
- Manage internal transport of materials and complete shipping and receiving reports.
- Monitor the email queue and log all emails in the ticketing system.
- Monitor the ticket queue and follow up on open tickets within the designated time frame.
- Assist with supply management of enclosures, cage materials, shelves, power strips, locks and keys, tools, fasteners, cabling, and furniture.
- Troubleshoot critical-infrastructure issues using test equipment.
- Perform related services, including janitorial, inventory, and internal department tasks.
- Escort clients’ customers and visitors in CyrusOne facilities.
- With assistance, rack and unrack equipment according to customer instructions.
- Rotate and exchange tapes.
Benefits
- Defined career progression from Associate through Lead Operator and beyond, with ongoing investment in employee development.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
